Recording in a Distributed Environment

ABSTRACT

Included are embodiments for recording data from a communication. A least one embodiment includes a system for recording data from a communication that includes a controller component and a gateway component passively coupled to a switching component. In at least one embodiment the gateway component configured to receive at least a portion of the control data, the gateway component further configured to receive media data associated with the with the communication.

CROSS REFERENCE

This application is related to U.S. patent application Ser. No. ______,entitled “Systems and Methods for Recording,” filed on the same day asthis application, which is hereby incorporated by reference, in itsentirety. This application is also related to U.S. patent applicationSer. No. ______, entitled “Systems and Methods for Recording Data,”filed on the same day as this application, which is hereby incorporatedby reference, in its entirety.

TECHNICAL FIELD

This application is related to recording at least a portion of acommunication. More specifically, this application is related torecording at least a portion of a communication in a communicationsnetwork.

BACKGROUND

In many communications environments, recording of communication data isdesired. More specifically, oftentimes, users and/or organizationsdesire to capture data related to communications associated with one ormore communications devices and/or other endpoints. While recording froma single communications device may be useful, users and organizationswith a plurality of communications devices may desire to record dataassociated with two or more of the communications devices. Additionally,users and organizations may desire to implement automatic recording ofcommunication data, such that a user need not actively initiaterecording of a communication. As these users and organizations maydesire increased functionality in their recording services, passivelyrecording from each subscriber line via separate recording devices mayprove unduly costly and inefficient. Similarly, actively recordingcommunications may prove difficult due to reliability issues associatedwith a recording device.

SUMMARY

Included are embodiments for recording data from a communication. Aleast one embodiment includes a system for recording data from acommunication that includes a controller component and a gatewaycomponent coupled to a switching component. In at least one embodimentthe gateway component configured to receive at least a portion of thecontrol data, the gateway component further configured to receive mediadata associated with the with the communication.

Other systems, methods, features, and/or advantages of this disclosurewill be or may become apparent to one with skill in the art uponexamination of the following drawings and detailed description. It isintended that all such additional systems, methods, features, andadvantages be included within this description and be within the scopeof the present disclosure.

BRIEF DESCRIPTION

Many aspects of the disclosure can be better understood with referenceto the following drawings. The components in the drawings are notnecessarily to scale, emphasis instead being placed upon clearlyillustrating the principles of the present disclosure. Moreover, in thedrawings, like reference numerals designate corresponding partsthroughout the several views. While several embodiments are described inconnection with these drawings, there is no intent to limit thedisclosure to the embodiment or embodiments disclosed herein. On thecontrary, the intent is to cover all alternatives, modifications, andequivalents.

FIG. 1 is an exemplary embodiment of a communication networkillustrating a plurality of components that may be utilized infacilitating a communication.

FIG. 2 is an exemplary embodiment of a Service Switching Point (SSP),similar to the SSPs from FIG. 1.

FIG. 3A is an exemplary embodiment of an implementation for passivelyrecording a communication, such as between communications devices fromFIG. 1.

FIG. 3B is an exemplary embodiment of an implementation for activelyrecoding a communication, such as between communications devices fromFIG. 1.

FIG. 4 is an exemplary embodiment of an implementation for passivelyrecording a communication from an SSP, such as the SSP from FIG. 2.

FIG. 5 is an exemplary embodiment of an implementation for passivelyrecording a communication over a network, similar to the embodiment fromFIG. 4.

FIG. 6 is a diagram illustrating an exemplary embodiment of passivelytapping a communications line in an IP environment, similar to thediagram from FIG. 5.

FIG. 7A is a sequence diagram illustrating an exemplary embodiment ofactions that may be taken in recording a communication, similar to theimplementation from FIG. 3A.

FIG. 7B is a continuation of the exemplary embodiment FIG. 7A.

FIG. 8A is a sequence diagram illustrating an exemplary embodiment ofactions that may be taken in recording a communication, similar to thesequence diagram from FIG. 7A.

FIG. 8B is a continuation of the exemplary embodiment from FIG. 8A.

FIG. 9A is a sequence diagram illustrating an exemplary embodiment ofactions that may be taken in recording a communication, similar to thesequence diagram from FIG. 8A.

FIG. 9B is a continuation of the exemplary embodiment from FIG. 9A.

FIG. 10A is a sequence diagram illustrating an exemplary embodiment ofactions that may be taken in recording a communication, similar to thesequence diagram from FIG. 9A.

FIG. 10B is a continuation of the exemplary embodiment from FIG. 10A.

DETAILED DESCRIPTION

FIG. 1 is an exemplary embodiment of a communication networkillustrating a plurality of components that may be utilized infacilitating a communication. As illustrated in the nonlimiting exampleof FIG. 1, communications devices 102 a, 102 b, 102 c, 102 d, and 102 emay be configured to facilitate communications among two or more users.

Additionally, Service Switching Point (SSP) 104 a is coupled tocommunications device 102 a. SSP 104 a may be configured to facilitate acommunications path between communications device 102 a and one or moreother communications devices. SSP 104 a may be configured to originate,terminate, and/or switch communications sessions (e.g., telephone calls,and/or other communications). While SSP 104 may be configured tofacilitate communication of media data (e.g., voice, screen, and/orother substantive data associated with the communication), SSP 104 maybe configured to facilitate communication of control data via asignaling protocol, such as a Signaling System 7 (SS7) protocol. Controldata may be configured to provide non-substantive data related to thecommunication, such as provide media data instruction information.

Similarly, communications devices 102 b and 102 c are coupled(electrically, communicatively, and/or physically) to SSP 104 b.Communications device 102 d is coupled to SSP 104 c and communicationsdevice 102 e is coupled to SSP 104 d. Additionally, SSP 104 a is coupledSSP 104 b and SSP 104 c, as well as Signal Transfer Point (STP) 106 aand STP 106 b. SSP 104 b and SSP 104 c are also coupled to STP 106 a and106 b. SSP 104 c is coupled to SSP 104 d. SSP 104 d is coupled to STP106 c and 106 d. Similarly, STP 106 a and STP 106 b are coupled to STP106 d and 106 d.

One should note that SSP may include any of a plurality of differentcomponents, to provide the desired functionality. More specifically, asa nonlimiting example, at least one of the embodiments disclosed hereinmay substitute the SSP for any switching component, whether operating ina Time Division Multiplexing (TDM) environment and/or in an InternetProtocol (IP) environment.

STPs 106 may be configured as packet switches for control dataassociated with a communications session between users on communicationsdevices 102. More specifically, STPs 106 may be configured to receivecontrol data from SSP 104 and facilitate communication of the controldata to a desired destination. As discussed above, STPs 106 may beconfigured to operate via the SS7 protocol and/or other protocols.

Additionally, STP 106 a and STP 106 b are also coupled to Signal ControlPoint (SCP) 108 a and SCP 108 b. Similarly, STP 106 c and STP 106 d arecoupled to SCP 108 c and 108 d. In operation, SCPs 108 may be configuredto store data that may be utilized for call processing. Morespecifically, SCPs 108 may be queried to determine how a communicationis handled. As a nonlimiting example, one or more SCPs may be consultedto provide the translation of a toll free telephone number (and/or otheraddress) to an actual phone number and facilitate billing of the ownerof the toll free number for the communication.

In operation, the network of FIG. 1 may be configured to facilitate acommunication among communications devices. As a nonlimiting example, ifa user on communications device 102 a may desire a communication with auser on communications device 102 e. In such a scenario, a user mayinitiate the communication by dialing an address (e.g., telephone numberand/or other address). The SSP 104 a may receive data associated withcommunication device 102 a and data associated with communicationsdevice 102 e. SSP 104 a may determine a desired path, such as a desiredtrunk to facilitate communication of media between users oncommunications devices 102 a and 102 e. Media data associated with thecommunication may be sent from SSP 104 a to SSP 104 c and then to SSP104 d for delivery to communications device 102 e. Similarly, controldata associated with the communication may be sent from SSP 104 a to STP106 b. STP 106 b may send the control data to STP 106 d, which can sendthe control data to SSP 104 d.

One should also note, that while SSPs 104 are illustrated as a singlecomponent, one should note that in at least one embodiment, SSP 104represents a plurality of components associated with a call center. Asdiscussed in more detail below, a call center may include a local SSP, acall control server, and/or other data. Additionally, while someembodiments may be configured form implementation in a Time DivisionMultiplexing (TDM) environment, other environments are alsocontemplated.

FIG. 2 is an exemplary embodiment of a Service Switching Point (SSP),similar to the SSPs from FIG. 1. Although a wire-line device isillustrated, this discussion can be applied to wireless devices, aswell. Generally, in terms of hardware architecture, as shown in FIG. 2,SSP 104 includes a processor 282, volatile and nonvolatile memory 284, adisplay interface 294, data storage 295, one or more input and/or output(I/O) device interface(s) 296, and/or one or more network interface 298that are communicatively coupled via a local interface 292. The localinterface 292 can include, for example but not limited to, one or morebuses or other wired or wireless connections. The local interface 292may have additional elements, which are omitted for simplicity, such ascontrollers, buffers (caches), drivers, repeaters, and receivers toenable communications. Further, the local interface may include address,control, and/or data connections to enable appropriate communicationsamong the aforementioned components. The processor 282 may be a devicefor executing software, particularly software stored in volatile andnonvolatile memory 284.

The processor 282 can be any custom made or commercially availableprocessor, a central processing unit (CPU), an auxiliary processor amongseveral processors associated with the SSP 104, a semiconductor basedmicroprocessor (in the form of a microchip or chip set), amacroprocessor, or generally any device for executing softwareinstructions.

The volatile and nonvolatile memory 284 can include any one orcombination of volatile memory elements (e.g., random access memory(RAM, such as DRAM, SRAM, SDRAM, etc.)) and/or nonvolatile memoryelements (e.g., ROM, hard drive, tape, CDROM, etc.). Moreover, thememory 284 may incorporate electronic, magnetic, optical, and/or othertypes of storage media. One should note that the volatile andnonvolatile memory 284 can have a distributed architecture (wherevarious components are situated remote from one another), but can beaccessed by the processor 282. Additionally volatile and nonvolatilememory 284 can include routing logic 287, recording logic 288, presencelogic 299, and/or an operating system 286. The operating system 286 maybe configured to control the execution of other computer programs andprovides scheduling, input-output control, file and data management,memory management, and communication control and related services.

A system component and/or module embodied as software may also beconstrued as a source program, executable program (object code), script,or any other entity comprising a set of instructions to be performed.When constructed as a source program, the program is translated via acompiler, assembler, interpreter, or the like, which may or may not beincluded within the volatile and nonvolatile memory 284, so as tooperate properly in connection with the operating system 286.

The Input/Output devices that may be coupled to system I/O Interface(s)296 may include input devices, for example but not limited to, akeyboard, mouse, scanner, microphone, etc. Further, the Input/Outputdevices may also include output devices, for example but not limited to,a printer, display, speaker, etc. Finally, the Input/Output devices mayfurther include devices that communicate both as inputs and outputs, forinstance but not limited to, a modulator/demodulator (modem; foraccessing another device, system, or network), a radio frequency (RF) orother transceiver, a telephonic interface, a media duplication system, arouter, etc.

Additionally included are one or more network interfaces 298 forfacilitating communication with one or more other devices. Morespecifically, network interface 298 may include any component configuredto facilitate a connection with another device. While in someembodiments, among others, the SSP 104 can include a network interface298 that includes a Personal Computer Memory Card InternationalAssociation (PCMCIA) card (also abbreviated as “PC card”) for receivinga wireless network card, however this is a nonlimiting example. Otherconfigurations can include the communications hardware within thecomputing device, such that a wireless network card is unnecessary forcommunicating wirelessly. Similarly, some embodiments may includenetwork interfaces 298 for communicating via a wired connection. Suchinterfaces may be configured with Universal Serial Bus (USB) interfaces,serial ports, and/or other interfaces.

Additionally included in the nonlimiting example of FIG. 2 is aswitching component 297. The switching component 297 may be configuredto facilitate communication among two or more communications devices102. While one or more of the switch ports 283 may be configured as areceiving port, one or more of the switch ports 293 may be configured asa transmit port. Similarly, while the switching component 297 may beconfigured to allow an operator to determine the receiving and/ortransmit ports that are utilized for a particular communication, SSP 104may be configured with logic to determine which switch ports areutilized.

If SSP 104 includes a personal computer, workstation, or the like, thesoftware in the volatile and nonvolatile memory 284 may further includea basic input output system (BIOS) (omitted for simplicity). The BIOS isa set of software routines that initialize and test hardware at startup,start the operating system 286, and support the transfer of data amongthe hardware devices. The BIOS is stored in ROM so that the BIOS can beexecuted when the SSP 104 is activated.

When SSP 104 is in operation, the processor 282 may be configured toexecute software stored within the volatile and nonvolatile memory 284,to communicate data to and from the volatile and nonvolatile memory 284,and to generally control operations of the client device 106 pursuant tothe software. Software in memory, in whole or in part, may be read bythe processor 282, perhaps buffered within the processor 282, and thenexecuted.

One should note that while the description with respect to FIG. 2includes an SSP 104 as a single component, this is a nonlimitingexample. More specifically, in at least one embodiment, SSP 104 caninclude a plurality of servers, personal computers, and/or otherdevices. Similarly, while routing logic 287, recording logic 288 andpresence logic 299 are each illustrated in FIG. 2 as single softwarecomponents, this is also a nonlimiting example. In at least oneembodiment, presence logic 299 may include one or more components,embodied in software, hardware, and/or firmware. Similarly, routinglogic and/or recording logic 288 may include one or more logicalcomponents. Additionally, while routing logic 287, presence logic 299,and recording logic 288 are depicted as residing on a single computingdevice, such as recorder controller 210 may include one or more devices,presence logic 299 may include one or more components residing on one ormore different devices.

Similarly, while the discussion with regard to FIG. 2 refers to a SSP104, similar elements may also be included in other network componentsdiscussed herein. More specifically, a recorder, communications device,recorder controller, call control server, SCP, STP and/or other networkelements may include similar components and/or functionality.Additionally, while components illustrated in FIG. 2 are illustrated asbeing part of an SSP 104, this is also a nonlimiting example, as othercomponents may include the logic and/or functionality described in FIG.2.

FIG. 3A is an exemplary embodiment of an implementation for passivelyrecording a communication, such as between communications devices fromFIG. 1. As illustrated in the nonlimiting example of FIG. 3A, a user oncommunications device 102f may desire a communication session with auser on communications device 102 g. As such, the user of communicationsdevice 102f may initiate a communication session to SSP 104 e, via asubscriber line, as illustrated with a solid line. SSP 104 e may beconfigured to receive control data, as well as media data associatedwith the communication. The media data may be sent to SSP 104f, asillustrated with a large dashed line.

Additionally, control data may be sent to STP 106 e (which may beformatted in an SS7 protocol), as illustrated with a small dashed line.STP 106 e may send the control data to STP 106 f. Control data may thenbe sent to SSP 104 f. SSP 104 f can then facilitate the communication bysending the media data to communications device 102 g.

As also illustrated in the nonlimiting example of FIG. 3A, a recorder(which may be embodied as a hardware component, a software component,and/or a hybrid hardware/software component) 308 a may be passivelycoupled to the subscriber line between SSP 104 f and communicationsdevice 102 g. While such a configuration may provide recordingfunctionality to communications device 102 g, such a configuration mayprove unable to adequately provide the desired recording functionality.More specifically, as the recorder 308 a may be configured to passivelyrecord data from a point between SSP 104 e and SSP 104 f, the recorderin FIG. 3A may be unable to receive control data that would indicatecontrol signals, such as signals that determine whether to record aparticular communication, signals that determine when to startrecording, when to end recording, and/or other control data.

FIG. 3B is an exemplary embodiment of an implementation for activelyrecoding a communication, such as between communications devices fromFIG. 1. As illustrated in the nonlimiting example of FIG. 3B,communications device 102 h may initiate a communication withcommunications device 102 i. In this nonlimiting example, SSP 104 freceives data from communications device 102 h. SSP 104 f sends mediadata to SSP 104 g. SSP 104 f also sends control data to STP 106 g.

Additionally, SSP 104 g sends media data to recorder 308 b, whichcaptures the data and sends data to SSP 104 g. Similarly, STP 106 gsends control data to recorder 308 b, which utilizes the control data todetermine whether and/or when to begin and end recording. Recorder sendsthe control data back to STP 106 g. SSP sends the media data tocommunications device 102 i.

Similarly, some embodiments may be configured such that SSP 104 g sendsmedia data to recorder 308 b, which is configured to interface directlywith communications device 102 i. Regardless, the embodiment of FIG. 3Billustrates a configuration where the recorder 308 b actively records atleast a portion of the communication. More specifically, as illustratedin this nonlimiting example, recorder 308 b is a party to thecommunication and/or is a pathway for the media data to travel betweenthe communications devices 102. As such, these embodiments may rely onthe recorder to facilitate the communication (as opposed to simplyrecording the communication).

FIG. 4 is an exemplary embodiment of an implementation for passivelyrecording a communication from an SSP, such as the SSP from FIG. 2. Asillustrated in the nonlimiting example of FIG. 4, communications device102 j may be configured to initiate a communication with communicationsdevice 102 k. As such, data may be sent to SSP 104 h, as discussedabove. Similarly, STP 106 h may be configured to receive control dataassociated with the present communication. At least a portion of thecontrol data may be sent to a local Call Control Server (CCS), which mayinclude logic for interfacing with the recorder 308 c.

Additionally, media data may be sent from SSP 104 h to SSP 104 i. Asillustrated, SSP 104 i may be configured such that one or more ofreceiver switch ports 283 are coupled to one or more transmit switchports 283. Thus media data is received from SSP 104 h via a firstreceive switch port 283. This data is output via a first transmit switchport 283. The first transmit switch port 283 is coupled to a secondreceive switch 283, such that the media data is sent along this path.The media data is then output to communications device 102 k via asecond transmit switch port 283.

In the configuration of FIG. 4, the recorder 308 c may be passivelycoupled to the line between the first transmit switch port 283 and thesecond receive switch port 283. More specifically, as illustrated inthis nonlimiting example, recorder 308 is not a party to thecommunication and/or does not facilitate the communication. As recorder308 c is passively coupled to the link between the transmit switch port283 and the receive switch port 283, reliability of the recorder is notan issue with regard to quality of the communication. Additionally, therecorder 308 c may receive control data via local CCS 410 a. Such aconfiguration provides the desired control data to facilitate therecording, while maintaining a passive recording configuration withregard to the media data.

Additionally, one should note that, while a single recorder 308 c isillustrated in FIG. 4, some embodiments may be configured such that SSP104 i is coupled to a plurality of recorders and/or a recorder bank. Insuch a configuration, SSP 104 i (and/or other components) may beconfigured with logic to determine a desired recording for the presentcommunication. Additionally, some embodiments may be coupled to a loadbalancer and/or link protector to facilitate routing of the media datato a desired recorder, according to current network conditions.

FIG. 5 is an exemplary embodiment of an implementation for passivelyrecording a communication over a network, similar to the embodiment fromFIG. 4. As illustrated in the nonlimiting example of FIG. 5, acommunications device 102 l may be configured to initiate acommunications with communications device 102 m. As such, data may besent to an SSP 104 j. Similarly, control data may be sent to an STP1061, which sends at least a portion of the control data to a local CCS410 b.

Similar to the configuration from FIG. 4, an IP gateway 512 a may becoupled to an SSP 104 j for receiving media data and/or control data.The IP gateway 512 a may also be coupled to an IP gateway 512 b.Additionally, a network 500 may be passively coupled to a line betweenthe IP gateway 512 a and the IP gateway 512 b. The network 500, whichmay include the Internet, a Local Area Network (LAN), a Wide AreaNetwork (WAN), and/or other network, may be configured to send data torecorder bank 514 for recording. The recorder bank 514 may include oneor more recorders 308 c, 308 d, and 308 e. Additionally, a recordercontroller, link protector, and/or load balancer (not shown) may becoupled to the recorder bank 514 to facilitate efficient recording.

FIG. 6 is a diagram illustrating an exemplary embodiment of passivelytapping a communications line in an IP environment, similar to thediagram from FIG. 5. As illustrated in the nonlimiting example of FIG.6, control data may be received at an STP 106 i. The STP 106 i can sendat least a portion of the control data to an STP 106 j. The STP 106 jcan send data to and receive data from local CCS 410 b. At least aportion of the control data can be sent to an IP recorder 308 f. The STP106 i may also send data to and receive data from an SSP 104 k.

Additionally, media data may be sent from a communications device 102 lto an SSP 104 k. The SSP 104 k may send at least a portion of the mediadata to an SSP 104 l. The SSP 104 l may send data to a LAN switch 604 a,which may send at least a portion of the media data to a LAN switch 604b. The LAN switch 604 b can send at least a portion of the media databack to the SSP 104 j. Additionally, the IP recorder 308 f may passivelyconnect with a communications line between the LAN switch 604 a and theLAN switch 604 b. From this passive connection, the IP recorder 308 fmay receive media data for recording.

FIG. 7A is a sequence diagram illustrating an exemplary embodiment ofactions that may be taken in recording a communication, similar to theimplementation from FIG. 3A. As illustrated in the nonlimiting exampleof FIG. 7A, communications device A 102 can initiate a communicationdirected to communications device B 102 (Arrow 732). As discussed above,initiation of the communication may include sending data associated withthe communications device A 102, as well as data related to thecommunications device B 102. SSP A 104 may receive this data and sendmedia data to SSP B 104 (Arrow 734). Additionally, SSP A 104 sends anInitiating Address Message (IAM) to STP 106 (Arrow 736). STP 106 cansend the IAM to SSP B 104 (Arrow 738). SSP B 104 can then send anAddress Complete Message (ACM) to STP 106 (Arrow 740). SSP B 104 ringsthe line of communications device B 102 (Arrow 742).

FIG. 7B is a continuation of the sequence diagram from FIG. 7A. Asillustrated, STP 106 sends the ACM to SSP A 104 (Arrow 744). The calledparty can answer the call and communications device B 102 sendsindication that the call was answered to SSP B 104 (Arrow 746). Upon auser answering the call, SSP B 104 can send an Answer Message (ANM) toSTP 106 (Arrow 748). STP 106 can then send the ANM to SSP A 104 (Arrow750). At this point, the communications session between communicationsdevice A 102 and communications device B 102 is established (Arrow 752).As illustrated in the nonlimiting example of FIG. 3A, because therecorder 308 a is passively recording the communication without accessto control data, recording functionality may be limited (Arrow 754).

FIG. 8A is a sequence diagram illustrating an exemplary embodiment ofactions that may be taken in recording a communication, similar to thesequence diagram from FIG. 6A. As illustrated in the nonlimiting exampleof FIG. 8A, a communications device A 102 may initiate a communicationdirected to communications device B 102 (Arrow 832). The SSP A 104 cansend media data to the SSP B 104 via an idle trunk (Arrow 834). The SSPA 104 can then send an IAM to the STP 106 (Arrow 836). STP 106 can thensend the IAM to recorder 308 b (Arrow 838). The recorder 308 b can thensend the IAM to the SSP B 102 (Arrow 840). SSP B then sends an ACM tothe recorder 308 b (Arrow 844). The recorder 308 b can then send the ACMto the STP 106 (Arrow 846). The SSP B 104 can then ring the line ofcommunications device B 102 (Arrow 848).

FIG. 8B is a continuation of the sequence diagram from FIG. 8A. Asillustrated, the STP can then send the ACM to the recorder 308 b (Arrow850). The recorder 308 b can then send the ACM to the SSP A 104 (Arrow852). Additionally, the called party can answer the call and thecommunications device B 102 can send an indication to the SSP A 104(Arrow 854). The SSP B 104 then sends an ANM to the recorder 308 b. Therecorder 308 b can then send the ANM to the STP 106 (Arrow 858). The STP106 can send the ANM to the SSP A 104 (Arrow 860). At this point, thecommunications session may be established (Arrow 862). The SSP B 104sends the media data to the recorder 308 b (Arrow 864).

As discussed with reference to FIG. 3B, the embodiment of FIGS. 8A and8B may facilitate recording via an active connection of the recorderwith the communication. As such a configuration may allow the receipt ofcontrol data associated with the communication, such a configuration mayrely on the recorder to facilitate the communication. As such, if therecorder malfunctions, the integrity of the communication may suffer.

FIG. 9A is a sequence diagram illustrating an exemplary embodiment ofactions that may be taken in recording a communication, similar to thesequence diagram from FIG. 7A. As illustrated in the nonlimiting exampleof FIG. 9A, a communications device A 102 may be configured to initiatea communication directed to a communications device B 102 (Arrow 932).An SSP A 104 can send media data to an SSP B 104 via an idle trunk(Arrow 934). The SSP A 104 can also send an IAM to the STP 106 (Arrow936). The STP 106 can then send the IAM to the SSP B 104 (Arrow 938).The SSP B 104 then sends an ACM to a local CCS 410a (Arrow 940). The SSPB 104 can then ring the line of communications device B 102.

FIG. 9B is a continuation of the sequence diagram from FIG. 9A. Asillustrated, the local CCS 410 a may then send the ACM (or at least aportion of the ACM) to the SSP A 104 (Arrow 944). The called party canthen answer the call and the communications device B 102 can send anindication to the SSP B 104 (Arrow 946). The SSP B 104 sends an ANM tothe local CCS 410 a (Arrow 948). The local CCS 410 a can then send theANM to the SSP A 104 (Arrow 950). At this point the communicationssession may be established (Arrow 952). The SSP B 104 may then sendmedia data to recorder 308 c via a passive connection (Arrow 954). Asdiscussed above, with regard to FIG. 4, by utilizing a connectionbetween a transmit switch port and a receive switch port on the SSP 104,the recorder 308 c can passively record the communication whilereceiving signal data.

FIG. 10A is a sequence diagram illustrating an exemplary embodiment ofactions that may be taken in recording a communication, similar to thesequence diagram from FIG. 8A. As illustrated in the nonlimiting exampleof FIG. 10A, a communications device A 102 can initiate a communicationdirected to communications device B 102 (Arrow 1032). An SSP A 104 cansend media data to an SSP B 104 via an idle trunk (Arrow 1034). The SSPA 104 can then send an IAM to an STP 106 (Arrow 1036). The STP 106 cansend the IAM to SSP B 104 (Arrow 1038). The SSP B 104 can send an ACM tothe local CCS 410 b (Arrow 1040). The SSP B 104 can then ring the lineof communications device B 102 (Arrow 104 l).

FIG. 10B is a continuation of the sequence diagram from FIG. 8A. Asillustrated, the local CCS 410 b can send the ACM to the SSP A 104(Arrow 1042). The called party can then answer the call andcommunications device B 102 can send an indication to the SSP B 104(Arrow 1044). The SSP B 104 can send an ANM to the local CCS 410 b(Arrow 1046). The local CCS 410 b can send the ANM to the SSP A 104(Arrow 1048). At this point the call may be connected (Arrow 1050). Thelocal CCS can then send control data to an IP gateway 512 (Arrow 1052).Additionally, the SSP B 104 can send media data to the IP gateway 512via a passive connection (Arrow 1054). The IP gateway can then send themedia data to a recorder and/or recorder bank 514 (Arrow 1056).

As discussed with respect to FIG. 5, embodiments disclosed herein mayfacilitate passive recording with a distributed recorder configuration.By utilizing a distributed recorder configuration, recorders efficiencymay be maximized by utilizing routing logic that distributes recordingin a substantially equal manner. Additionally, depending on theparticular embodiment, a controller component (which may include an SCP)may include an SSP node, an Automatic Call Distributor (ACD) PrivateBranch Exchange (PBX), and/or other components.

Additionally, a call center may include, but is not limited to,outsourced contact centers, outsourced customer relationship management,customer relationship management, voice of the customer, customerinteraction, contact center, multi-media contact center, remote office,distributed enterprise, work-at-home agents, remote agents, branchoffice, back office, performance optimization, workforce optimization,hosted contact centers, and speech analytics, for example.

Additionally included in this disclosure are embodiments of integratedworkforce optimization platforms, as discussed in U.S. application Ser.No. 11/359,356, filed on Feb. 22, 2006, entitled “Systems and Methodsfor Workforce Optimization,” which is hereby incorporated by referencein its entirety. At least one embodiment of an integrated workforceoptimization platform integrates: (1) Quality Monitoring/CallRecording—voice of the customer; the complete customer experience acrossmultimedia touch points; (2) Workforce Management—strategic forecastingand scheduling that drives efficiency and adherence, aids in planning,and helps facilitate optimum staffing and service levels; (3)Performance Management—key performance indicators (KPIs) and scorecardsthat analyze and help identify synergies, opportunities and improvementareas; (4) e-Learning—training, new information and protocoldisseminated to staff, leveraging best practice customer interactionsand delivering learning to support development; and/or (5)Analytics—deliver insights from customer interactions to drive businessperformance. By way of example, the integrated workforce optimizationprocess and system can include planning and establishing goals—from bothan enterprise and center perspective—to ensure alignment and objectivesthat complement and support one another. Such planning may becomplemented with forecasting and scheduling of the workforce to ensureoptimum service levels. Recording and measuring performance may also beutilized, leveraging quality monitoring/call recording to assess servicequality and the customer experience.

The embodiments disclosed herein can be implemented in hardware,software, firmware, or a combination thereof. At least one embodiment,disclosed herein is implemented in software and/or firmware that isstored in a memory and that is executed by a suitable instructionexecution system. If implemented in hardware, as in an alternativeembodiment embodiments disclosed herein can be implemented with any or acombination of the following technologies: a discrete logic circuit(s)having logic gates for implementing logic functions upon data signals,an application specific integrated circuit (ASIC) having appropriatecombinational logic gates, a programmable gate array(s) (PGA), a fieldprogrammable gate array (FPGA), etc.

One should note that the flowcharts included herein show thearchitecture, functionality, and operation of a possible implementationof software. In this regard, each block can be interpreted to representa module, segment, or portion of code, which comprises one or moreexecutable instructions for implementing the specified logicalfunction(s). It should also be noted that in some alternativeimplementations, the functions noted in the blocks may occur out of theorder and/or not at all. For example, two blocks shown in succession mayin fact be executed substantially concurrently or the blocks maysometimes be executed in the reverse order, depending upon thefunctionality involved.

One should note that any of the programs listed herein, which caninclude an ordered listing of executable instructions for implementinglogical functions, can be embodied in any computer-readable medium foruse by or in connection with an instruction execution system, apparatus,or device, such as a computer-based system, processor-containing system,or other system that can fetch the instructions from the instructionexecution system, apparatus, or device and execute the instructions. Inthe context of this document, a “computer-readable medium” can be anymeans that can contain, store, communicate, or transport the program foruse by or in connection with the instruction execution system,apparatus, or device. The computer readable medium can be, for examplebut not limited to, an electronic, magnetic, optical, electromagnetic,infrared, or semiconductor system, apparatus, or device. More specificexamples (a nonexhaustive list) of the computer-readable medium couldinclude an electrical connection (electronic) having one or more wires,a portable computer diskette (magnetic), a random access memory (RAM)(electronic), a read-only memory (ROM) (electronic), an erasableprogrammable read-only memory (EPROM or Flash memory) (electronic), anoptical fiber (optical), and a portable compact disc read-only memory(CDROM) (optical). In addition, the scope of the certain embodiments ofthis disclosure can include embodying the functionality described inlogic embodied in hardware or software-configured mediums.

One should also note that conditional language, such as, among others,“can,” “could,” “might,” or “may,” unless specifically stated otherwise,or otherwise understood within the context as used, is generallyintended to convey that certain embodiments include, while otherembodiments do not include, certain features, elements and/or steps.Thus, such conditional language is not generally intended to imply thatfeatures, elements and/or steps are in any way required for one or moreparticular embodiments or that one or more particular embodimentsnecessarily include logic for deciding, with or without user input orprompting, whether these features, elements and/or steps are included orare to be performed in any particular embodiment.

It should be emphasized that the above-described embodiments are merelypossible examples of implementations, merely set forth for a clearunderstanding of the principles of this disclosure. Many variations andmodifications may be made to the above-described embodiment(s) withoutdeparting substantially from the spirit and principles of thedisclosure. All such modifications and variations are intended to beincluded herein within the scope of this disclosure.

1. A system for recording data from a communication, comprising: acontroller component configured to receive control data associated witha communication between a first communications device and a secondcommunications device; a switching component configured to receive mediadata associated with the communication via a first receive port, theswitching component further configured to send the received media datato a second receive port via a first transmit port, the switchingcomponent further comprising a second transmit port, wherein the firsttransmit port and the second receive port are coupled via a connectionline; and a gateway component passively coupled to the connection line,the gateway component configured to receive at least a portion of thecontrol data, the gateway component further configured to receive mediadata associated with the communication, wherein the coupling of thegateway component and the connection line is a non-terminating point. 2.The system of claim 1, wherein the gateway component is furtherconfigured to send at least a portion of the media data to a recorder.3. The system of claim 1, wherein the gateway component is coupled to awide area network, wherein the gateway component is configured to sendat least a portion of the media data to at least one recorder via thewide area network.
 4. The system of claim 1, wherein the gatewaycomponent is coupled to a Wide Area Network, wherein the gatewaycomponent is configured to send at least a portion of the control datato at least one recorder via the Wide Area Network.
 5. The system ofclaim 1, wherein the controller component is configured to receivecontrol data via a Signaling System 7 (SS7) protocol.
 6. The system ofclaim 1, wherein the media data is configured for communication in aTime Division Multiplexing (TDM) environment.
 7. The system of claim 1,wherein the media data is configured for communication in an InternetProtocol environment.
 8. The system of claim 1, further comprising atleast one recorder configured to receive at least a portion of the mediadata, wherein the at least one recorder is coupled to the gatewaycomponent via wide area network.
 9. A system for recording data from acommunication, comprising: a controller component configured to receivecontrol data associated with a communication between a firstcommunications device and a second communications device; and a gatewaycomponent passively coupled to a switching component, the gatewaycomponent configured to receive at least a portion of the control data,the gateway component further configured to receive media dataassociated with the communication.
 10. The system of claim 9, furthercomprising a switching component configured to receive the media datavia a first receive port, the switching component further configured tosend the received media data to a second receive port via a firsttransmit port, the switching component further comprising a secondtransmit port, wherein the first transmit port and the second receiveport are coupled via a connection line.
 11. The system of claim 10,wherein the gateway component is coupled to the switching component viathe connection line.
 12. The system of claim 9, wherein the control datais received via a Signaling System 7 (SS7) protocol.
 13. The system ofclaim 9, further comprising a recorder coupled to the gateway component,the recorder configured to receive at least a portion of the media data.14. The system of claim 9, wherein the media data is configured forcommunication in a Time Division Multiplexing (TDM) environment.
 15. Thesystem of claim 9, wherein the media data is configured forcommunication in an Internet Protocol (IP) environment.
 16. The systemof claim 9, wherein at least a portion of the media data is sent to arecorder controller, the recorder controller configured to determine arecorder for recording the media data.
 17. A system for recording datafrom a communication, comprising: controller logic configured to receivecontrol data associated with a communication; and gateway logicpassively coupled to a switching component, the gateway componentconfigured to receive media data associated with the with thecommunication.
 18. The system of claim 17, further comprising switchinglogic configured to receive the media data via a first receive port, theswitching component further configured to send the received media datato a second receive port via a first transmit port, the switchingcomponent further comprising a second transmit port, wherein the firsttransmit port and the second receive port are coupled via a connectionline.
 19. The system of claim 17, wherein the gateway logic is coupledto the switching logic via the connection line.
 20. The system of claim17, wherein the control data is received via a Signaling System 7 (SS7)protocol.
 21. The system of claim 17, further comprising recording logiccoupled to the gateway logic, the recording logic configured to receiveat least a portion of the media data.
 22. The system of claim 17,wherein the gateway component is further configured to receive at leasta portion of the control data.